Principles Of Key Account Management #ICCA12 MONDAY 22/10/2012
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Principles Of Key Account Management #ICCA12 MONDAY 22/10/2012

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Presentation held at the 51st ICCA Congress which took place in San Juan, Puerto Rico from 20 - 24 October 2012. For more information on ICCA please visit www.iccaworld.com.

Presentation held at the 51st ICCA Congress which took place in San Juan, Puerto Rico from 20 - 24 October 2012. For more information on ICCA please visit www.iccaworld.com.

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Principles Of Key Account Management #ICCA12 MONDAY 22/10/2012 Principles Of Key Account Management #ICCA12 MONDAY 22/10/2012 Presentation Transcript

  • Principles of key account management Hans Rissmann, OBE, CEO Edinburgh International Conference Centre (EICC), United Kingdom hans@eicc.co.ukMonday, 15 October 12
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  • Involving People, the EICC approach to key account managementMonday, 15 October 12
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  • Client Relationship ManagementMonday, 15 October 12
  • Client Relationship ManagementMonday, 15 October 12
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  • “ Tell me and I forget, teach me and I remember. Involve me and I will learn” Benjamin FranklinMonday, 15 October 12
  • e Client PipelineMonday, 15 October 12
  • e Client PipelineMonday, 15 October 12
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  • + Accountability + Task( ) = Involvement ownership Client Delight & Customer RetentionMonday, 15 October 12
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  • “ Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected” Steve JobsMonday, 15 October 12
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  • frame work Exce llenceMonday, 15 October 12
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  • Investor in People - Human Resource Management standard - UKMonday, 15 October 12
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  • Hospitality Assured Meetings - service standard for the meetings industry - InternationalMonday, 15 October 12
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  • ISO14001 - Environmental management standard - InternationalMonday, 15 October 12
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  • Green Business Tourism Gold award - Tourism industry environmental operation standard - UKMonday, 15 October 12
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  • ISO 9001 - Quality assurance - InternationalMonday, 15 October 12
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  • Monday, 15 October 12
  • Monday, 15 October 12
  • Excellence through People - Hospitality industry Human Resource Management standard - UKMonday, 15 October 12
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  • Monday, 15 October 12
  • Monday, 15 October 12
  • “ Creativity comes from a conflict of ideas” Gianni VersaceMonday, 15 October 12
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  • Cross Functional TeamworkMonday, 15 October 12
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  • “ A business has to be involving, it has to be fun and it has to exercise your creative instincts” Sir Richard BransonMonday, 15 October 12
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  • “Business excellence is easy - all we have to do, is turn our backs on mediocrity”Monday, 15 October 12